Enterprise Customer Engagement Manager, ReadCube

About us We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us? Your new role At Digital Science , we put our customers at the core of everything we do. We strive to provide an exceptional experience for our rapidly growing list of Enterprise customers - from the first touchpoint, through our implementations, and as they work day-to-day with the platform. As a Customer Engagement Manager, you will play a key role in supporting our enterprise customers as they leverage ReadCube to transform how their research teams manage scholarly literature together. You’ll be reporting to our Head of Customer Engagement, Enterprise and will work alongside our Support, Product, and Sales teams to help customers get the most out of ReadCube, leading training and engagement initiatives, promoting the usage of new features, recommend best practices, and capture user feedback along the way. Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly. What you’ll be doing Develop a deep knowledge of ReadCube and our customers, including industry segments, the types of research they perform, and how they work with ReadCube. Support basic implementations and deliver engaging web-based trainings Be the first line contact for Enterprise customer questions and issues, work with the appropriate internal teams (e.g. sales, product management, customer success), to solve problems and manage them through to resolution. Provide strong written documentation for a variety of user communications including direct user questions, internal research, FAQ/knowledge content, and others. Demonstrate and promote the latest features and capabilities Paper is releasing, ensure customers are utilizing key product features to maximize success. Support the Customer Support, Marketing and Sales teams in a wide variety of user-facing activities. Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn, collaborating with other ReadCube teams including Support, Product, and Sales, as required. Align and collaborate with Sales on renewal forecasts and up-sell strategies, with a focus on customer retention. What you’ll bring to the role You have excellent communication skills and have a knack for being able to engage with a range of stakeholders within an organization. You’re a self-starter who is organized, autonomous and proactive, with the ability to be successful in a fast-paced environment with sometimes ambiguous situations. You are known to be patient and empathetic - even under pressure. You are passionate about being an advocate for customers You’ve got a track record of teaching technical products and can jump onto live troubleshooting mode when you need to - on both Mac/PC. You have an understanding of enterprise software implementations and ongoing support within large and small organizations departments. Several years of experience in Customer Success or Customer Support, ideally within a B2B software organization. We’re also open to candidates with experience in adjacent industries - particularly those with a background in libraries or knowledge management roles. Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply. Living our Values We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective. The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are: We are brave in the pursuit of better We are collaborative and inclusive We are always open-minded We are from and for the community At Digital Science , our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research. We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively. As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work. Originally posted on Himalayas